How to Use WPS Customer Service Management on macOS

Use Customer Service Management with 5 how-to topics, including opening the management page, reviewing the agent list, adding agents, editing agents, and deleting agents; choose a topic from the index and follow the steps.

How-to Index

How-to Guide

1. Open the customer service management page

Entry path: Left sidebar → Workspace → Service Desk → Customer Service Management

1. Click the Workspace icon in the left sidebar.
2. Click the Service Desk icon in the workspace.
3. Select Customer Service Management in the left navigation menu.
4. Confirm that the management page opens normally.

Success Criteria

• Interface result: The page shows the customer service management list or related action area.
• Next action available: You can continue to review the list or perform add, edit, and delete actions.

Tips While Using

• Environment note: Keep your network connection stable before entering the service desk.
• Permission note: If you do not have the required management access, this entry may not appear.

2. Review the agent list

Entry path: Service desk admin area → Customer Service Management → Agent list

1. Open the customer service management page first.
2. Review the list of agents that have already been added.
3. Check the account, skills, avatar ID, service hours, current status, and action items shown in the list.
4. Review the result count at the bottom of the page to confirm the current total.

Success Criteria

• Interface result: The list shows agent fields and the edit and delete action buttons.
• Next action available: You can choose a target agent and continue with editing or deletion.

Tips While Using

• Common case: When the service desk working hours end, an agent can still appear offline even if that agent's own service hours have not ended yet.

3. Add an agent

Entry path: Service desk admin area → Customer Service Management → + Add Agent

1. Click + Add Agent on the customer service management page.
2. In the dialog box, click Select Account, search for the target member account, and select it.
3. Enter the avatar ID and the agent description.
4. Set the service hours, including start time, end time, and weekdays. If needed, click + Add Service Hours to add more time ranges.
5. Select the agent skills. If the required skill is not available yet, add it in the skill settings area first and then return.
6. Click Confirm after checking the details.

Success Criteria

• Interface result: The new agent appears in the agent list.
• Next action available: You can continue editing the agent or leave the record ready for later service assignments.

Tips While Using

• Common mistake: If you skip account selection or leave service hours incomplete, the record may be incomplete.
• Environment note: Account selection requires access to the organization member directory.

4. Edit an agent

Entry path: Service desk admin area → Customer Service Management → Agent list → Edit

1. Find the agent you want to update in the list.
2. Click Edit on the right side of that agent.
3. Update the account, avatar ID, description, service hours, or skills in the dialog box.
4. Review the changes and click Confirm to save them.

Success Criteria

• Interface result: The list shows the updated agent information.
• Next action available: You can continue adjusting other agent records or return to the list to review status.

Tips While Using

• Common mistake: If you change service hours but do not save, the previous schedule remains in effect.

5. Delete an agent

Entry path: Service desk admin area → Customer Service Management → Agent list → Delete

1. Find the agent you want to remove in the list.
2. Click Delete on the right side of that agent.
3. Confirm the deletion in the confirmation prompt.
4. Return to the list and check that the agent has been removed.

Success Criteria

• Interface result: The target agent no longer appears in the current list.
• Next action available: You can continue maintaining other agent records.

Tips While Using

• Common mistake: If you do not confirm the target account before deletion, you may remove the wrong agent record.
• Impact note: After deletion, that agent no longer receives new service desk assignments.